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- To provide a comprehensive Adult Social Care service for Unpaid Carers (informal / family carers)
- To effectively respond to enquiries received from Adult Social Care relating to unpaid carer services.
- To effectively respond to social care related enquiries received from commissioned unpaid carer service providers (currently IMAGO).
This includes:
- Progressing urgent calls to the adult social care triage team, including the reporting of safeguarding concerns.
- Gathering, recording and reviewing information provided by unpaid carer services.
- Ensuring accurate details of carers are recorded within adult social care record.
- Completing Carers Assessments for unpaid carers at the request of the commissioned unpaid carers service provider (if they consider that the unpaid carer's needs require further assessment from the Local Authority, or the unpaid carer declines their input).
- To deliver the highest standards of customer care, to undertake such follow up work as required by procedures or instruction on behalf of the citizens by adopting a strength based approach to interactions.
- There will be a requirement to be aware and stay abreast of changing technologies and current adult social care legislation including safeguarding.
- The post holder will retain a small but challenging, complex caseload, as appropriate, of younger and older adults, who will need frequent specialist intervention to support their needs.
Duties and Responsibilities
- To receive and resolve all customer / commissioned service provider enquiries regarding unpaid carer services and support to a satisfactory conclusion.
- To help unpaid carers help themselves or one another through initiatives to facilitate and support increased individual and community capacity, social inclusion and community networks, reciprocal support and sustainable caring roles.
- To put the person at the centre of the process, to facilitate the selection of support services, activities or other routes to achieve outcomes and meet needs.
- To support people to find creative, individual and efficient ways of solving problems or challenges in their lives, including strengthening family or social connections.
- To assist people to make their plans happen by signposting or researching and providing information about local services and opportunities and negotiating with service providers on people's behalf if required.
- To provide people with, or signpost them to, information on rights, choices, self-management, non-statutory support and other provisions which may assist in their well-being, taking into consideration their communication needs.
- As required to assist adult social care colleagues by supporting unpaid carer related case work.
- Ensure risk management and adult safeguarding is effectively embedded within practice and responded to appropriately.
- To promote and deliver the highest standards of customer care in line with the policies.
- To ensure that all work is carried out in accordance with agreed time scales and those dictated by legislation.
- To be pro-active in the promotion of access to information for unpaid carers and continual service improvement activity.
- To participate in outreach work such as customer surgeries.
- To assist in the preparation of records and statistics as required
- Maintain a detailed knowledge of the Customer Service Centre's legislation and procedures for all services provided.
- Maintain a good working knowledge of other social security benefits, legislation and welfare rights issues.
- Maintain a good working knowledge of all relevant systems within Adult Social Care, including legislation, safeguarding practice and relevant guidance.
- To liaise with all relevant sections in the and external agencies as required.
- To help the C deliver a modern service for customers in order to maximize independence and empowerment- making sure that technology and specialist equipment stays relevant.
- Maintain external contracts as required by duties of the post.
- To carry out the duties of the post with due regard to the Equal Opportunities Policy and core values.
- All employees are required to participate in the Performance Evaluation Scheme (PES) and to undertake appropriate training and development identified to enhance their work.
- All employees are required to comply with the Health & Safety policies and procedures at all times, taking due care for themselves, colleagues and members of the public.
Required Skills and Knowledge
- Experience of working in a pressurised front-line service and dealing with challenging customers
- Experience of working with unpaid carer enquiries, and unpaid carers
- Experience of working to targets and timescales.
- Experience of training and coaching staff
- Experience of dealing with customer enquiries and complaints
- Experience of dealing with a small, complicated case load of unpaid carers
- Experience of working with adult social care services
- Experience of achieving qualitative and quantitative performance targets
- Experience of liaising with outside suppliers
- Experience of developing services
- Good knowledge and understanding of Legislation related to services and Adult Social Care
If interested, please submit CV and call Varsha on (phone number removed) between 9am to 5pm (Mon to Fri)
